BPO Vendor Operations Specialist
BPO Vendor Operations Specialist
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Job Description
This role is responsible for leading vendor governance audits standardizing processes handling escalations and managing strategic vendor relationships. This role is essential for ensuring vendors meet performance and quality standards optimizing operational workflows and aligning with strategic objectives.
The ideal candidate will possess extensive expertise in cross-functional vendor management with the capacity to delegate complex vendor governance tasks and formulate strategy.
Principal Responsibilities
Vendor Performance Management
Monitor outsourced vendors performance against SLAs and KPIs for both service and operational metrics.
Conduct comprehensive performance reviews and trend analyses to identify risks deficiencies and areas for enhancement.
Develop and implement corrective action plans for underperforming vendors ensuring thorough root cause analysis and effective follow-up.
Ensure vendors adhere to all contractual obligations and maintain a consistent superior service standard.
Vendor Operations Oversight
Lead vendor governance audits and standardize processes across all vendor operations.
Handle escalations and manage strategic vendor relationships.
Drive performance on critical operational KPIs including service quality efficiency and compliance.
Serve as a subject matter expert and the primary point of escalation for vendors regarding operational process issues.
Collaboration & Reporting
Establish and maintain strong collaborative relationships with vendors and internal stakeholders (e.g. Commercial Strategy Product Quality).
Conduct regular performance synchronization meetings and business reviews with key vendor representatives.
Provide detailed performance reports in-depth analyses and data-driven insights to stakeholders.
Lead continuous improvement initiatives with vendors to optimize workflows automation and cost-effectiveness.
Additional Information :
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Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
